Inspector General of Registration Controller of …igrmaharashtra.gov.in/writedata/PDF/RFP for Call Centre Solution v4... · Inspector General of Registration & Controller of Stamps

Tender for Procurement of Call Centre Solution

Inspector General of Registration and Controller of Stamps Page 1 of 67

Inspector General of Registration

&

Controller of Stamps

Maharashtra State, Pune

Tender No.D-3/Comp/Tender/154

Request for Proposal for

Call Centre Solution

8 July 2014



Table of Contents

1. Invitation for Tender ........................................................................................ 5

2. Important Dates ............................................................................................... 7

3. Definitions ....................................................................................................... 8

4. Introduction .................................................................................................... 9

4.1. Departmental Background ........................................................................................ 9

4.2. Project Profile ............................................................................................................ 9

4.3. Purchaser Scope ........................................................................................................10

5. Scope of Work ................................................................................................ 11

5.1. Completeness of Solution ......................................................................................... 12

5.2. Server ........................................................................................................................ 12

5.3. PRI Card/Digital gateway and USB Headsets .......................................................... 12

5.4. Call Centre Software ................................................................................................. 13

5.5. Supply & Installation ................................................................................................ 14

5.6. Customization and Demonstration .......................................................................... 14

5.7. Training ..................................................................................................................... 15

5.8. Warranty ................................................................................................................... 15

5.9. Annual Maintenance ................................................................................................. 16

5.10. Support ..................................................................................................................... 16

6. Instructions to the Bidders ............................................................................. 17

6.1. Language of Bid ........................................................................................................ 17

6.2. Submission of Tender Offers .................................................................................... 17

6.3. Method of Submission of Tender Form .................................................................... 17

6.4. Late Tender Offers .................................................................................................... 18

6.5. Cost of Bidding .......................................................................................................... 18

6.6. Costs & Currency....................................................................................................... 18

6.7. Fixed Price ................................................................................................................ 18

6.8. Offer validity period .................................................................................................. 18

6.9. Pre-bid conference .................................................................................................... 18

6.10. Right to Alter Items .................................................................................................. 18

6.11. Modification and Withdrawal of Bids ....................................................................... 18

6.12. Clarification of Offers................................................................................................ 19

6.13. Amendment of biding document .............................................................................. 19

6.14. Self-Declaration & Undertaking ............................................................................... 19

6.15. Earnest Money Deposit (EMD) ................................................................................ 19



6.16. Performance Bank Guarantee .................................................................................. 20

6.17. Erasures or Alternations and Signing of Tenders Offers ......................................... 20

6.18. Confidentiality ......................................................................................................... 20

6.19. Preliminary Scrutiny ................................................................................................. 21

6.20. Deciding Award of Contract ...................................................................................... 21

6.21. No commitment to accept lowest or any tender ...................................................... 22

6.22. Address for Bid Submission and Correspondence .................................................. 22

6.23. Rejection Criteria ..................................................................................................... 22

7. Project implementation ................................................................................. 24

8. Service Level Agreements (SLA) ..................................................................... 25

8.1. Service level Objectives ............................................................................................ 25

8.2. SLA definition, measurement and monitoring ........................................................ 25

9. Qualification Criteria & Bid Evaluation ......................................................... 26

9.1. Technical Criteria ..................................................................................................... 26

9.2. Technical Bid ........................................................................................................... 27

9.3. Commercial Bid ....................................................................................................... 27

9.4. Evaluation ................................................................................................................ 27

9.5. Price Comparison ..................................................................................................... 28

9.6. Contract Award Criteria ........................................................................................... 28

10. Terms and Condition Governing the Contract ............................................... 29

10.1. Signing of Contract .................................................................................................. 29

10.2. Completeness of Contract ........................................................................................ 29

10.3. Suspension & Cancellation of Contract ................................................................... 29

10.4. Amendment ............................................................................................................. 30

10.5. Corrupt, Fraudulent or Restrictive Practices ........................................................... 30

10.6. Resolution of Disputes ............................................................................................. 30

10.7. Interpretation of the clauses in the Tender Document ............................................ 31

10.8. Legal Jurisdiction ..................................................................................................... 31

10.9. Publicity .................................................................................................................... 31

10.10. Evaluation Committee .............................................................................................. 31

10.11. Force Majeure .......................................................................................................... 32

10.12. Risk Purchase ........................................................................................................... 33

10.13. Indemnity................................................................................................................. 33

10.14. Intellectual Property Rights ..................................................................................... 33

10.15. Failure to agree with the terms & conditions of the tender ..................................... 33

11. Payment Terms & Schedule ........................................................................... 34

Annexures ............................................................................................................ 35



Annexure A: Minimum Technical Specifications .................................................................. 35

Annexure B: Clarification seeking format ............................................................................. 37

Annexure C: Technical Bid Document Format ..................................................................... 38

Annexure D: Commercial Bid Format .................................................................................. 47

Annexure E: EMD/Bid Security Form (BSF) ......................................................................... 51

Annexure F: Security Deposit / Performance Bank Guarantee Form (PBG) ....................... 52

Annexure G: Draft Non-Disclosure Agreement .................................................................... 54

Annexure H: Network Diagram ............................................................................................ 59

Annexure I: Functional Requirements .................................................................................. 60



1. INVITATION FOR TENDER

The Inspector General of Registration & Controller of Stamps, Maharashtra State, Pune invites

(also referred to as “Purchaser” in this document) sealed tender offers (Technical and

Commercial) for this tender.

The tender document will be available on IGR website and may be downloaded by the

interested bidders. The bidders are required to submit the scanned copy of crossed Demand

Draft (DD) for an amount equal to tender fee drawn on any scheduled/nationalized bank in

favour of the ‘Assistant Inspector General of Registration, M.S., Pune’ payable (at

par) at Pune without which bid shall be considered incomplete& non responsive and shall not

be considered. The DD shall be submitted at IGR office along with Bid Security in person on or

before the last date of bid submission. The tender fee shall be non-refundable. The summary of

tender notice is as follows:

S.

No.

Item Particulars

1 Tender Reference D-3/Comp/Tender/154

2 Tender Fee Rupees One Thousand Only

3 Bid Security (Earnest

Money Deposit)

Rupees Fifty Thousand Only

5 Place of Pre-bid

meeting

Office of the Inspector General of Registration & Controller

of Stamps, M.S., Pune

New Administrative Building, Ground Floor,

Opp. Council Hall, Pune-411 001

5 Address of

Communication

Same as above

6 Telephone and Fax

Number

020-26124012, 020-26123826, +91-8275090004

7 Email Address [email protected]

8 Contact Person Deputy Director (Accounts), New Administrative Bldg.

Opp. Council Hall, Pune-1

The purchaser reserves the right to accept or reject or cancel any tender or relax any part of the

tender offer without assigning any reason thereof.

All the work, under the scope of this tender, will be on rate discovered through the tender.

mailto:[email protected]



Dated: -8 July 2014

-Sd-

Inspector General of Registration &

Controller of Stamps, M.S, Pune.



2. IMPORTANT DATES

The important dates for the tender are mentioned below, the bidders are requested to take a

note of them.

EVENT TARGET DATE

Start date of sale/availability of tender document on website 08/07/2014

Last date to send in requests for clarifications on the tender 13/07/2014

Project briefing & Pre bid meeting 14/07/2014 at 4 p.m.

Last date and time for availability of tender document

19/07/2014 till 3.00 p.m.

Last date and time for submission of EMD and Tender fees in the

office of The Inspector General of Registration &Controller of

Stamps, M.S., Pune.

Last date and time for submission of Sealed Tenders

Time and date of opening of Technical Bids 21/07/2014 at 11.30 a.m.

Time and date of opening of Commercial Bid 22/07/2014 at 4.00 p.m.



3. DEFINITIONS

In this tender document and associated documentation, the following terms shall be

interpreted as indicated below:

"Contract" means an agreement entered into by the Purchaser with the successful

bidder by signing a contract form in a given format by the parties, including all the

attachments and appendices thereto, and all documents incorporated by reference

therein

"Contract Price" means the price payable to the Vendor under the contract for the full

and proper Performance of its contractual obligations

“Eligible Bidder” means bidder satisfying qualifying criteria

“EMD” means Earnest Money Deposit

“IGR website” refers to www.igrmaharashtra.gov.in

“IGR” means Inspector General of Registration & Controller of Stamps, Maharashtra

state, Pune.

“IGRO” means Office of the Inspector General of Registration & Controller of Stamps,

Maharashtra.

“Non-compliance” means failure/refusal to comply the terms and conditions of the

tender

“Non-responsive” means failure to furnish complete information in a given format

and manner required as per the tender documents or non-submission of tender offer in

given Forms / Pro-forma or not following procedure mentioned in this tender or any of

required details or documents is missing or not clear or not submitted in the prescribed

format or non-submission of tender fee or EMD.

“Purchaser” means Inspector General of Registration & Controller of Stamps,

Maharashtra State, Pune

“Services" means services to be provided as per the requirement mentioned in the

scope of work

“SRO” means Sub-Registrar Office

“CCC” refers to Citizen Call Centre/Citizen Contact Centre

“Vendor” or “Selected Bidder” or “Successful Bidder” means the bidder

emerged successful through this tender and with whom the Purchaser enters into an

agreement.

“Day” means calendar day.

“INR” means Indian Rupee

“PAN” means Permanent Account Number

“TEC” refers to Tender Evaluation Committee

“Department” refers to Department of Registration & Stamps, Maharashtra



4. INTRODUCTION

Government of Maharashtra has been a pioneer in promotion of ICT and e-Governance in

India. Maharashtra has been identified as a “Leader” in the area of e-Governance in the recent

study conducted by Government of India.

The Department of Registration and Stamps has been the front-runner in providing

information regarding its services to the citizens of the state. Call Centre is one of the modes of

providing information in a systematic manner. The detailed information regarding the

department and its initiatives has been provided in sub-sections.

4.1. Departmental Background

The Department of Registration and Stamps looks after registration of documents and recovery

of stamp duty. A set procedure of registration and collection of stamp duty is laid down as per

the Registration Act, 1908 and Maharashtra Stamp Act, 1958 respectively.

The main functions performed by the department are:

Registration of documents

Preservation of the registration documents

Collection of Stamp Duty

The Department of Registration and Stamps has a vast expanse in the state of Maharashtra and

is the 2nd highest revenue earning department for the Government of Maharashtra. The

department provides services through more than 500 offices in the State of Maharashtra.

4.2. Project Profile

The communication revolution has been identified by the Department of Registration and

Stamps, Maharashtra as an opportunity for provisioning information about Government

services through Citizen Call Centre (CCC). The CCC will deliver non-emergency G2C services

to citizens over the phone through a single unique number which will be common for all the

Department services. The objective behind establishment of Citizen Call centre is to provide a

single point of contact to citizens for provision of non-emergency informational, grievance and

transactional services for all Department offices.

It will be established in Department Premises and will handle the queries pertaining to the

Department. Some of the key benefits envisaged from CCC are listed as below:

Common, single Unique Number for the Department services

Timely access to Information/G2C services

One number to call

Provide service tracking information and grievance handling

This RFP intends to select a suitable agency for providing Call Centre Solution for the Citizen

Call Centre in Department as per the scope of work and terms & conditions described in the

following sections.



4.3. Purchaser Scope

1. Purchaser would provide space for call centre.

2. Purchaser would provide PRI Line of 30 channels to the server.

3. Purchase would provide one static IP.

4. Purchaser would provide hardware infrastructure like desktop computers, Air conditioners,

table, chair and power back through UPS/Inverter.

5. Purchaser would provide a managed switch after Server.

6. Purchaser would provide basic LAN inside call centre and between call centre and server

room

7. Purchaser would pay all the telephone bills, electricity bills, property tax and connectivity

bills required to run the call centre.

Please refer to Annexure H for networking diagram.



5. SCOPE OF WORK

The successful bidder shall be required to provide a comprehensive Call Centre solution as

described under this tender. Following types of goods and services should be covered in Call

Centre Solution and shall form the definition of Call Centre Solution.

Goods:

S.N Good Item Quantity MAF Required (Yes/No) Reference

1. Server 1 Yes Section 6.1

2. PRI Card or Digital

Gateway

1 No Section 6.2

3. USB Headsets 16 No Section 6.2

4. Call Centre Software 15* Yes Section 6.3

*Number of Licenses. This include 14 Call Centre Operator Licenses and 1 Call Centre

Supervisor License

Goods should be provided with necessary MAF (Manufacturer’s Authorization Form) as

mentioned in the above table. All the goods should be purchased on the name of Purchaser and

its complete ownership should be with Purchaser only, except in case of Call Centre Software,

For Call Centre Software, Purchaser shall own the licenses to run the software for infinite

period.

Services:

S.N Service Item Reference

1. Installation of all the goods provided Section 6.4

2. Warranty of all the goods provided Section 6.5

3. Annual Maintenance of Software Section 6.6



4. Customization and Demonstration of Call

Centre Solution

Section 6.7

5. Training of all the Goods and other services

provided

Section 6.8

6. Support Section 6.9

Details of above Goods and Services Items are provided in subsequent sections.

5.1. Completeness of Solution

Vendor selected through this tender shall be fully responsible to make the call centre running.

Therefore it is expected; vendor shall design and propose such a comprehensive solution which

will contain all the elements (hardware, software or configuration information) to make the call

centre commence its operations and running. The only inputs provided by Purchaser shall be as

per section 4.3 ‘Purchaser Scope’.

Such a solution shall be called a complete solution here onwards.

5.2. Server

Vendor is required to provide a server satisfying minimum technical specifications as

mentioned in Annexure A.

Server should be fully compatible with the call centre software proposed. Vendor may propose

and supply Server of equivalent or higher configuration.

5.3. PRI Card/Digital gateway and USB Headsets

Vendor is required to provide PRI Card or Digital Gateway and USB Headsets satisfying

minimum technical specifications as mentioned in Annexure A.

Through a separate procurement process, Purchaser is procuring connectivity (PRI Line and 1

Mbps ILL) for Call Centre. Vendor may provide PRI Card or Digital Gateway or any other

hardware as per its solution required to terminate the PRI Line. Proposed solution should have

provision to configure two (Primary + Redundant) PRI lines of different network service

providers. Also on failure of one PRI line, proposed solution should automatically shift system

to redundant PRI immediately.

Through a separate procurement process, Purchaser is procuring connectivity for Call Centre.

It is possible that a connectivity vendor may provide PRI Card free of cost to Purchaser. In such

a case Call Centre solution vendor shall not be required to provide PRI Card. Therefore its cost

has to be mentioned as separate line item so that it can be separated from the Total Project Cost

later on.



Vendor has to provide at least 3 options (of at least two different manufacturers) of Headset to

Purchaser. Purchaser shall select 1 and finalize.

5.4. Call Centre Software

Vendor is required to provide following applications or integrated call centre software having

following modules:

1. Interactive Voice Response System (IVRS)

The Call Centre should support IVRS, which shall logically be front-end for all incoming

calls and process them in accordance with a pre-configured call-flow. The IVR tree shall be

designed in consultation with the Purchaser. The IVRS shall be customized as per the

requirements of the Purchaser. As of now IVRS shall be used for the purpose of language

selection or welcome note only, however, during the term of the Warranty or Annual

Maintenance Contract (AMC), from time to time, Purchaser may suggest changes in the

IVR tree. All the costs incurred for IVR customization shall be borne by the vendor under

the services to be performed under the Warranty/AMC and shall not be separately charged

to Purchaser.

2. Automatic Call Distribution (ACD)

ACD distributes incoming calls to Call Centre Operators as they are received. It should be

closely integrated with the IVR.

3. Customer Relationship Management Application (CRM)

The Vendor shall deploy CRM application, customized as per Purchaser’s requirements.

The level of customization required shall be finalized in consultation with Purchaser. The

Vendor shall bear all the costs incurred for the customization of CRM at the go-live and

during the warranty/AMC term of Contract. No separate customization charges shall paid

by Purchaser.

4. Computer Telephony Integration (CTI)

The vendor shall deploy Computer Telephony Integration software/module.

5. Call Recording Solution

The vendor shall deploy Call Recording software. The software should allow 100%

automated call recording (Voice recording only) for quality control and customer services

purpose.

6. Call Centre Supervisor Console

Supervisor should have following features to monitor and control calls,

1. Call Barging - Entering into the call, taking control of the call and make CCO mute.

2. Call snooping – Listening calls without disturbing live call.

3. Whisper – Supervisor can coach call centre operator on live call. Supervisor can listen to

both caller & CCO. CCO can listen to both Supervisor and Caller. Caller can only listen to

CCO.

4. Live call monitoring - Live interface of calls which shall include talk-time and other

statistics of calls.

5. Scoring capability



All the above software should comply with functional requirements mentioned in Annexure I.

As of now, Vendor has to provide 15 licenses of all the software. These licenses shall be for ever

without any restriction on time period. Depending on load, Purchaser may ask vendor to

provide additional licenses for additional seats as cost of license submitted through commercial

bid.

In due course, department shall also purchase Grievance Rederresal Software. All the above

software should be able to seamlessly integrate with Grievance Rederresal Software.

5.5. Supply & Installation

Vendor should supply and install all the goods as explained in section 5 ‘Scope of work’ to the

Purchaser. Delivery should be done as per the section 7 ‘Project Implementation’ and at the

address mentioned below,

Deputy Director (Accounts),

Office of the Inspector General of Registration & Controller of Stamps, M.S., Pune

New Administrative Building, Third Floor,

Opp. Council Hall, Pune - 411 001

All aspects of safe delivery shall be the exclusive responsibility of the vendor. Any damage

found in the supplied goods at the time of delivery shall make that particular good liable for

rejection. Rejected item has to be replaced by vendor without any extra cost to Purchaser.

Installation of all the hardware and software items should be as per the installation procedure

defined by the OEM. Installation of all kinds of software (both supplied and not supplied by the

vendor) necessary to start and run the call centre shall be vendor’s responsibility.

Please refer to Annexure H for Network diagram.

5.6. Customization and Demonstration

Vendor shall be required to do all the customisation and configuration of solution as per the

RFP and as per requirements of Purchaser.

After complete customization vendor shall be required to give demonstration of all the

technical specification and requirements mentioned in Annexure A and Annexure I

respectively. If complete solution is not provided or if department is not satisfied with the Call

Centre Solution proposed by the vendor, department may cancel order, forfeit performance

guarantee and may invite L2 (or others in order of L2, L3, L4……) to match the L1 price and

take the order. If none of the bidder is ready to match with the L1 price, contract may be

given to L2 at L2 price. Extra cost due to difference of L2 & L1 price shall be borne by

L1 bidder.

Other invited vendor shall also be required to demonstrate the completeness of solution and

satisfy the Purchaser about the solution.

Vendor should cover following aspects in demonstration to Purchaser:



1. Demonstration shall be done on supplied call centre solution, in a real environment and in

actual IGR Call Centre.

2. Demonstration should include at least 5 real cases of calls.

3. Vendor should demonstrate all the technical specifications (Annexure A) and functional

requirements (Annexure I) as per RFP to the Purchaser.

4. Vendor should satisfy Purchaser that proposed Call Centre solution is complete.

5.7. Training

Vendor shall be required to provide training of all the goods provided by him. All the hardware

training should be minimum of half* a day covering minimum of following aspects:

1. Important parts/interfaces of server.

2. Standard practices of maintaining all the hardware items in good condition.

3. Performance Monitoring of Server

4. Load Monitoring of Sever

5. Taking regular backups from Server

Software training should be minimum of 1* day. All the aspects related to working on the

software should be covered in the training. Training should include:

1. Classroom Lectures with the help of presentations

2. Live Demonstration of Call Centre software

3. On-job hands on training of all the CCOs for at least 5 real calls per CCO covering all the

features of the software.

4. Training material in the form of presentations, videos and text documents to refer later on.

The vendor shall provide these trainings at its own cost (travel, lodging & boarding, etc.). The

purchaser shall make necessary arrangement of training room at its own cost in Pune.

*The training estimates are based on assumption that vendor shall be able to adequately

cover the topics in prescribed time. However, if the purchaser feels that additional training

sessions are required then the successful bidder shall be required to arrange the same in order

to ensure optimal utilization of supplied items.

5.8. Warranty

Warranty of items supplied by vendor should be as follows:

S.N Good Item Minimum Warranty period

1. Server 5 Years

2. PRI Card or Digital

Gateway

5 Years



3. USB Headphones 1 Year

4. Call Centre Software 1 Year

All the warranty rights should be purchased in the name of purchaser.

5.9. Annual Maintenance

Purchaser shall also sign an annual maintenance contract (AMC) for the period of 4 years with

the vendor. Price for the same has to be mentioned in the commercial separately.

Following shall become obligations of vendor in the AMC:

1. Vendor should assist the Purchaser/Purchaser’s representative/Purchaser’s other vendors

in every possible manner to keep the hardware in call centre up and running. Any issue

reported in supplied hardware should be resolved as per warranty terms and conditions.

2. Provide all kinds of updates and patches in the Call Centre Software due to technological

advancements or additional functional requirement of Purchaser.

3. Enable/Disable any feature in the software as per Purchaser requirement.

4. Do changes in IVR tree as suggested by Purchaser.

5. Customization of applications as mentioned in Annexure 6.3

6. Provide adhoc training of new features added in software later on by the OEM or on the

request of the Purchaser.

The cost of annual maintenance for 4 years should be considered while calculating “Total Cost

of Project”. But its payment shall be done at the start of every year subject to satisfactory

performance of vendor. Purchaser doesn’t commit bidder of taking AMC for all the 4 years.

5.10. Support

During Warranty and Annual Maintenance period, vendor has to provide active support on all the work items as specified in the respective sections. Both proactive and reactive support should be available to the purchaser.

Proactive Support includes but not limited to,

1. Onsite visit to Purchaser’s call centre at least once in every three months.

2. Proactive reporting of server and call centre software performance from remote.

3. Proactive intimation of bug in software remained unidentified by the Purchaser.

4. Proactive feedback sessions with Purchaser or Purchaser’s representative on call and on

email.

Reactive Support includes but not limited to,

1. Support should be available on call, email, web portal and personal visits.

2. Support should be available on all the days of the week and on all the weeks of the year at

least from 7 A.M. till 9P.M daily.



3. In case of emergency, onsite support within 5 hours should be available to the Purchaser.

4. For any support activity, ticket number along with maximum timeline for resolution should

be provided to Purchaser.

6. INSTRUCTIONS TO THE BIDDERS

6.1. Language of Bid

The bid, as well as all correspondence and documents relating to the bid exchanged by the

bidder and the purchaser, shall be in English language only. Supporting documents and printed

literature furnished by the bidder may be in another language provided they are accompanied

by an appropriate translation in English language and in such a case, for purpose of

interpretation of the bid, the translation shall govern.

6.2. Submission of Tender Offers

Sealed Tender offers shall be received by the purchaser before the time and date specified in the

schedule of the tender notice. In the event of the specified date for the submission of tender

offers being declared a holiday, the offers will be received up to the appointed time on the next

working day.

The purchaser may, at its discretion, extend this deadline for submission of offers by issuing

corrigendum.

Note: Telex, cable or facsimile offers shall be rejected

6.3. Method of Submission of Tender Form

The two bids system shall be followed i.e. Technical and Commercial Offers should be

submitted separately to the IGR Office.

1. The Technical Bid should be placed in a separate envelope, sealed and clearly marked

‘Technical Bid’, name of the tender and name of the bidder.

2. The Commercial Bid should be placed in a separate envelope, sealed and clearly marked

‘Commercial Bid’, name of the tender and name of the bidder. If the Commercial Bid is not

submitted separately, this will constitute grounds for declaring the Bid non-responsive.

This envelope shall be clearly marked “DO NOT OPEN, EXCEPT IN PRESENCE OF THE

OFFICIAL APPOINTED, BEFORE time XX and date XX-XX-XXXX” (Time and Date of

Commercial bid Opening)

3. The EMD and Tender Fee shall be placed in a separate envelope and sealed. This envelope

shall bear heading ‘EMD and Tender Fee’, name of the tender and name of the bidder.

4. The envelope containing the Technical Bid, Commercial Bid and EMD & Tender Fee shall

be placed into an outer envelope and sealed. This envelope shall be clearly marked “DO

NOT OPEN, EXCEPT IN PRESENCE OF THE OFFICIAL APPOINTED, BEFORE time XX

and date XX-XX-XXXX” (Time and Date of Technical bid Opening). The Purchaser shall



not be responsible for misplacement, losing or premature opening if the outer envelope is

not sealed and/or marked as stipulated. This circumstance may be case for Bid rejection.

This envelope has to be submitted to the purchaser’s office as mentioned in the schedule.

6.4. Late Tender Offers

Late submission will not be entertained.

6.5. Cost of Bidding

The Bidder shall bear all costs associated with the preparation and submission of its tender,

and the Purchaser will in no case be responsible or liable for these costs, regardless of the

conduct or outcome of the tendering process.

6.6. Costs & Currency

The offer must be given in Indian Rupees only. The price will remain fixed for the period of the

contract and no changes for any reason what so ever will be allowed. The bidder shall bear all

the costs associated with the preparation and submission of its bid, and the purchaser will in no

case be responsible or liable for these costs, regardless of conduct or outcome of bidding

process.

6.7. Fixed Price

The Commercial Offer shall be on a fixed price basis, inclusive of all taxes and levies except

service tax.

6.8. Offer validity period

The tender offer must be valid for 120 days from the date of opening of the tender. However

Inspector General of Registration & Controller of Stamps, M.S., Pune may extend this period

for another 90 days and bidders should agree to such extension.

6.9. Pre-bid conference

A Pre-Bid conference of all the interested bidders will be held at the scheduled date and time.

The bidders will have to submit their queries to email id [email protected]. In pre-bid meeting

problems of general nature will be entertained. Any change decided in the pre-bid shall be

intimated to bidders through corrigendum. This will form a part of this bid document.

6.10. Right to Alter Items

The Purchaser reserves the right to include or exclude any tender item(s), and also the

Purchaser reserves the right to make change in specifications of any items.

6.11. Modification and Withdrawal of Bids



The Bidder shall not be allowed to modify or withdraw its submitted bid. Tender fee and EMD

once submitted to Purchaser shall not be refunded in any case. No offer can be modified by the

Bidder, subsequent to the closing date and time for submission of offers. If date of submission

is extended due to some reasons, modification in offer is possible till extended period provided

bid has not been opened.

6.12. Clarification of Offers

To assist in the scrutiny, evaluation and comparison of offers, the Purchaser may, at its

discretion, ask some or all the Bidders for clarification of their offers on any of the points

mentioned therein and the same may be sent through email, facsimile. However, in such cases,

original copy of the technical clarifications shall be sent to the Purchaser through courier or in

person. The request for such clarifications and the response shall be in writing.

6.13. Amendment of biding document

At any time prior to the deadline for submission of bids, the purchaser may, for any reason,

whether on its own initiative or in response to the request for clarification by a prospective

bidder, modify the bidding documents.

At any time prior to the deadline for submission of bids, the purchaser may, for any reason,

whether on its own initiative or in response to the request for clarification by a prospective

bidder, modify the bidding documents. All prospective bidders who have attended the pre-bid

conference/purchased the bidding documents will be notified of the amendment as a

corrigendum and/or addendum to the RFP through email.

In order to allow prospective bidders reasonable time to take into the consideration the

amendments while preparing their bids, the purchaser at its discretion may extend the deadline

for the submission of bids.

The purchaser reserves the right to make any kind of amendments in the operational terms of

the tender that they feel is required even after opening of technical bid of the tender.

6.14. Self-Declaration & Undertaking

The Bidder shall submit the Self Declaration and Undertaking as specified in Annexure C.

6.15. Earnest Money Deposit (EMD)

EMD of Rs. 50,000(Rupees fifty thousand only)should be deposited in the form of a

Demand Draft or Fixed Deposit Receipt, or Bank Guarantee(please refer Annexure-E for

format of EMD) from a Scheduled/Nationalized Bank, in favour of Assistant Inspector

General Registration (Desk No 7), M.S., Pune and payable at Pune.

EMD of all the unsuccessful bidders will be refunded as promptly as possible but not later than

30 days after the decision of the commercial bid is taken. EMD of the successful bidders will be

discharged only after the completion of the contract papers.



EMD shall be forfeited in the following cases:

If a bidder withdraws its bid during the period of bid validity.

In case of a successful bidder, if the bidder fails to sign the contract or to furnish the

performance security.

No exemption for submitting the EMD will be given to any agency including SSI Units.

6.16. Performance Bank Guarantee

The successful bidder shall at his own expense deposit with department an unconditional and

irrevocable Performance Bank Guarantee (PBG) from a Scheduled/Nationalized Bank for

10% of Total Commercial Value before undertaking work from the department. Format of

PBG is as mentioned in Annexure-F. The validity of Performance Bank Guarantee should be of

5 years and six months starting from the date of issue of work order.

The indicative conditions in which the PBG of the successful bidder may be forfeited are:

If it fails to start work within 3 weeks after issue of work order

Non-Compliance with the terms and conditions of RFP

If it fails to complete the work within given period of time from the date of the issue of the

work order

The total penalty is more than amount payable

6.17. Erasures or Alternations and Signing of Tenders Offers

The original Tender Offer shall be signed by the Bidder or a person or persons duly authorized.

Such authorization shall be indicated by power-of-attorney/authorization letter accompanying

the tender offer.

The Tender documents submitted should not contain any interlineations, erasures or

overwriting except as necessary to correct errors made by the Bidder, in that case such

corrections shall be initialled by the person or persons signing the offer.

6.18. Confidentiality

As used herein, the term “Confidential Information” means any information, including

information created by or for the other party, whether written or oral, which relates to internal

controls, computer or data processing programs, algorithms, electronic data processing

applications, routines, subroutines, techniques or systems, or information concerning the

business or financial affairs and methods of operation or proposed methods of operation,

accounts, transactions, proposed transactions or security procedures of either party or any of

its affiliates, or any client of either party, except such information which is in the public domain

at the time of its disclosure or thereafter enters the public domain other than as a result of a

breach of duty on the part of the party receiving such information.

It is the express intent of the parties that all the business process and methods used by the

Bidder in rendering the services hereunder are the Confidential Information of the Bidder.

The Bidder shall keep confidential any information related to this tender with the same degree



of care as it would treat its own confidential information. The Bidders shall note that the

confidential information will be used only for the purposes of this tender and shall not be

disclosed to any third party for any reason whatsoever.

At all times during the performance of the Services, the Bidder shall abide by all applicable

security rules, policies, standards, guidelines and procedures. The Bidder should note that

before any of its employees or assignees is given access to the Confidential Information, each

such employee and assignees shall agree to be bound by the term of this tender and such rules,

policies, standards, guidelines and procedures by its employees or agents.

The Bidder should not disclose to any other party and keep confidential the terms and

conditions of this Contract agreement, any amendment hereof, and any Attachment or

Annexure hereof. The obligations of confidentiality under this section shall survive rejection,

expiry or termination of the contract.

The successful bidder shall be required to sign a Non-Disclosure Agreement (refer Annexure G

for draft) with the Government of Maharashtra.

6.19. Preliminary Scrutiny

Prior to the detailed evaluation, the Purchaser will determine the substantial responsiveness of

each offer to the tender documents. For purpose of this Clause, a substantially responsive bid is

one, which is in conformity with all the terms and conditions of the Tender Documents without

any material deviations. The Purchaser’s determination of an offer’s responsiveness will be

based on the contents of the tender offer itself without recourse to extrinsic evidence.

The purchaser will scrutinize the offers in respect of their completeness, submission of

technical documents duly signed, etc.

The IGR reserves the right to waive any minor irregularity in the tender offer on

recommendation of the TEC, if he finds, it is in the interest of the Government. The decision in

these regards of the IGR will be final and binding on all Bidders.

6.20. Deciding Award of Contract

The Purchaser reserves the right to ask for a technical elaboration/clarification in the form of a

technical presentation from the Bidder on the already submitted Technical Proposal at any

point of time before opening of the Commercial Proposal. The Bidder shall furnish the required

information to Purchaser and its appointed representative on the date asked for, at no cost to

the Purchaser. The Purchaser may at its discretion, visit the office or any other facility of the

Bidder any time before the issue of Letter of Award.

The Purchaser shall inform those Bidders whose proposals did not meet the eligibility criteria

or were considered non-responsive, informing that their Commercial Proposals will be

returned unopened after completing the selection process. The Purchaser shall simultaneously

notify those Bidders who had qualified the Technical Evaluation process as described in this

Tender Document.



The bidder’s names, the Proposal Prices and such other details as the Tendering Authority may

consider appropriate, will be announced and recorded by the Purchaser at the opening.

6.21. No commitment to accept lowest or any tender

The Purchaser shall be under no obligation to accept the lowest or any other offer received in

response to this tender notice and shall be entitled to reject any or all offers, including those

received late, or incomplete, without assigning any reason therefore. The Purchaser reserves

the right to make changes in terms and conditions of the tender. The Purchaser will not be

obliged to meet and have discussions with any of the Bidder and / or to give a hearing on their

representations.

6.22. Address for Bid Submission and Correspondence

Deputy Director (Accounts),

Office of the Inspector General of Registration & Controller of Stamps, M.S., Pune

New Administrative Building, Ground Floor,

Opp. Council Hall, Pune-411 001

6.23. Rejection Criteria

Besides other conditions and terms highlighted in the tender document, bids may be rejected

under following circumstances:

General Rejection Criteria

a. Conditional Bids;

b. If the information provided by the Bidder is found to be incorrect/ misleading/fraudulent

at any stage/time during the Tendering Process;

c. Any effort on the part of a Bidder to influence the bid evaluation, bid comparison or

contract award decisions;

d. Bids received after the prescribed time & date for receipt of bids;

e. Bids without signature of person (s) duly authorized on required pages of the bid;

f. Bids without power of attorney/ board resolution.

Technical Rejection Criteria

a. Technical Bid containing commercial details;

b. Revelation of Prices in any form or by any reason before opening the Commercial Bid;

c. Failure to furnish all information required by the Tender Document or submission of a bid

not substantially responsive to the Tender Document in every respect;

d. Bidders not quoting for the complete scope of Work as indicated in the Tender documents,

addendum (if any) and any subsequent information given to the Bidder;

e. Bidders not complying with the Technical and General Terms and conditions as stated in

the Tender Documents;



f. The Bidder not confirming unconditional acceptance of full responsibility of providing

services in accordance with the Scope of work and Service Level Agreements of this tender;

Commercial Rejection Criteria

a. Incomplete Price Bid;

b. Price Bids that do not conform to the Tender’s price bid format;

c. Total price quoted by the Bidder does not include all statutory taxes and levies applicable;

d. If there is an arithmetic discrepancy in the commercial bid calculations, the Evaluation

Committee shall rectify the same. If the Bidder does not accept the correction of the errors,

its bid may be reject



7. PROJECT IMPLEMENTATION

The below mentioned table delineates the various project activities and the associated

maximum timelines in DAYS from the project start date (i.e. date of award of contract).

# Activity Duration Timeline

1. Project Start (Award of Contract) i.e. Date of issue of work

order by the Purchaser - T

2. Supply of Goods as per section 5 12 Days T + 12 Days

3. Installation of all the supplied Goods and Customization of

Call Centre Software 5 Days T + 17 Days

4. Demonstration of Call Centre Solution 1 Day T + 18 Days

5. Training 2 Days T + 20 Days



8. SERVICE LEVEL AGREEMENTS (SLA)

8.1. Service level Objectives

The purpose of this Service Level Agreement (hereinafter referred to as SLA) is to clearly define

the levels of service to be provided by the vendor to purchaser for the duration of this contract.

SLA defines the terms of the successful bidder’s responsibility in ensuring the timely delivery of

the deliverables and the correctness of the same based on the agreed Performance Indicators as

detailed in the Agreement. This section defines various Service Level Indicators which will be

considered by the purchaser in the Service Level Agreement with Successful bidder.

The vendor has to comply with all Service Level Agreements (SLAs) defined below to ensure

adherence to project timelines, quality and availability of services.

8.2. SLA definition, measurement and monitoring

# Activity Penalty

1 Supply, Installation,

Customization &

Demonstration of Call

Centre Solution

Vendor should be able to supply, install, customize and

demonstrate the call centre solution as per Project

Implementation schedule. Per day delay in schedule shall

attract a penalty of 1% of total payment to vendor

The Penalty shall be calculated and deducted from the total payment to the vendor.

If the maximum penalty at any point of time exceeds 20% of Total payment to vendor, the

department reserves the right to terminate the contract and get the work done through a third

party at the risk and cost of the vendor.



9. QUALIFICATION CRITERIA & BID EVALUATION

9.1. Technical Criteria

# Technical Criteria Proof Document Required

1. The bidder should be a company registered under

Indian Companies Act, 1956 or a partnership firm

registered under Indian Partnership Act, 1932 or a

Proprietorship firm registered under the Bombay

Shops and Establishments Act, 1948 or a similar

Act of any other state/ Union.

Note: Consortium is not allowed

Copy of certificate of incorporation

or Copy of Registration Certificate

or Copy of Shop License

2. Bidder must have experience of providing

hardware and call centre software for

establishment of call centre of at least 5 years. 1. Details of assignments as per

Annexure C, form 6

2. PO Copy of assignments 3. Bidder must have supplied hardware and software

for worth not less than Rs. 1 Crore for

establishment of call centre.

4. Bidder’s Annual sales turnover should be more

than Rs. 1 Crore (Rupees one Crore), in each of

the last 3 financial years (FY 2011-12, FY 2012-13,

and FY 2013-14).

Note: The turnover refers to the company

responding to this tender and not the composite

turnover of its subsidiaries/sister concerns etc.

(quote value in Rs. lakhs)

Copy of the audited Balance Sheet,

Profit & Loss Statement and

Certificate in this regard from

Chartered Accountant for the

concerned years

5. Bidder should have positive Net Profit in each of

the last 3 financial years (FY 2011-12, FY 2012-13,

and FY 2013-14).

Copy of the audited Balance Sheet,

Profit & Loss Statement and

Certificate in this regard from

Chartered Accountant for the

concerned years

6. The bidder should be registered with Service Tax

department, Sales Tax department, and Income

Tax Department of the Government

VAT/ST/CST Registration

Certificate,

Copy of PAN Card, and

Service Tax Registration

Certificate

7. The firm should not have been blacklisted by

Central Government, any State Government,

Declaration letter by bidder as per

Annexure C, Form 3.



Union Territory, PSU or Corporation in India at

the time of submission of the Bid

9.2. Technical Bid

During technical bid preparation, the bidder is required to strictly adhere to the technical bid

format provided in this document. The format for the same has been detailed in the

Annexure C – “Technical Bid Document Format”.

The Technical Bid should contain the following details:

Bid Letter (As per format mentioned in Annexure-C)

The technical bid submitted by the bidder should clearly attach all supporting

documents required (Refer Annexure-C).

9.3. Commercial Bid

Bidder shall submit their prices as per the format mentioned in Annexure-D. The bidder should

take care that rate mentioned sufficiently covers the expenses that the bidder shall incur for the

project as mentioned in the scope of work.

9.4. Evaluation

The Department of Registration and Stamps, Maharashtra will evaluate the bids i.e. technical

and commercial as per the following pattern:

1. Conditional bids shall be summarily rejected. The bidder should quote only one price.

2. Tender Evaluation Committee (TEC) formed by department will evaluate both technical

& commercial bids.

3. Tender Evaluation Committee will examine the bids to determine whether they are

complete, whether any computational errors have been made, and whether the bids are

generally in order.

4. Technical Bids received without bid processing fee and bid security amount shall be

rejected.

5. The Department of Registration and Stamps, Maharashtra may conduct clarification

meetings with each or any bidder to discuss any matters, technical or otherwise.

6. Further, the scope of the Tender evaluation committee also covers taking of any decision

with regard to the Tender Document, execution/implementation of the project including

management period.

7. The selection of bidder will be done on two stage of evaluation process - Technical

Evaluation, and Financial Evaluation



8. For all the bids submitted, the technical evaluation criteria will be examined including

possible visit to inspect printing press/service/manufacturing/supply facilities, if

considered necessary. During the technical evaluation, if bidder fails to meet any of the

requirements of technical evaluation, no subsequent opportunity will be given to the

bidder(s).Tendering Authority reserves right to visit bidder’s customers where such a

similar project execution has taken place.

9. Only for those bids which qualify the technical evaluation criteria, the financial

evaluation will be conducted.

10. Financial bid would be opened only for the Bidders who have been found to be qualified

on the basis of technical evaluation criteria.

9.5. Price Comparison

The Purchaser will evaluate Commercial Offers of only technically qualified bidders. After

opening Commercial Offers of the technically qualified bidders they will be determined to be

substantially responsive before comparing the commercial bids submitted by the bidders. If

there exists any discrepancy between words and figures, the lower amount indicated will be

considered.

Lowest Cost Bidder (L1) would be the bidder for whom 'Total Cost of Project' (as per

commercial format) would be minimum.

9.6. Contract Award Criteria

Contract would be awarded to L1 i.e. Lowest Cost Bidder. L1 would necessarily be a technically

qualified bidder.

L1 bidder shall then be required to provide complete solution. If it fails to do so or if

department is not satisfied with the Call Centre Solution proposed by the vendor, department

may cancel order, forfeit performance guarantee and may invite L2 (or others in order of L2,

L3, L4……) to match the L1 price and take the order. If none of the bidder is ready to match

with the L1 price, contract may be given to L2 at L2 price. Extra cost due to difference

of L2 & L1 price shall be borne by L1 bidder.

If more than one technically qualified bidder have the same total cost of project, then the

bidder who has more annual turnover for financial year 2012-13 shall be given higher

preference over other.



10. TERMS AND CONDITION GOVERNING THE CONTRACT

10.1. Signing of Contract

a. The successful Bidder shall execute an agreement of contract within 3 days of issue of

work order from IGR. In exceptional circumstances, on request of the successful bidder

in writing for extension, The Inspector General of Registration & Controller of Stamps,

Maharashtra State, and Pune reserves the right to grant an extension for signing of

contracts after being satisfied with the reasons given.

b. In addition to terms and conditions being mentioned hereunder, all terms and

conditions of the RFP as well as terms & conditions in corrigenda and addendum to the

RFP will also be applicable for the contract.

c. At the time of signing the contract agreement, the successful bidder shall submit

Security Deposit for required amount in the form of Bank Guarantee drawn on any

Scheduled/Nationalized Bank in favor of The Inspector General of Registration &

Controller of Stamps, Maharashtra State, Pune in Annexure-F. Without this agreement

will not be executed.

d. On failure of execution of the agreement by the successful bidder, all EMDs furnished

will be forfeited.

10.2. Completeness of Contract

The contract will be deemed as incomplete if any part of the work under this project is not

complete as per the terms and conditions of this RFP or not acceptable to the department.

10.3. Suspension & Cancellation of Contract

The contract of the bidder shall be suspended and the bidder may be blacklisted forthwith by

the IGR without issuing notice on any of the following circumstances/reasons:

a. Violation of any condition of the tender/ contract or part of any condition of the tender

contract of tender/contract, or

b. Substantial deviation found in quality of work done.

c. If it is found that during the process of award of contract, fraudulence was made by the

bidder or the selected bidder.

As stopping the services and taking appropriate action in this regard is of an urgent and

emergent nature required to protect the interest of the Department of Registration and Stamps,

M.S. Pune, the Contract of the concerned will be first suspended without issuing any notice.

However, before taking the final decision on the matter, all concerned will be given reasonable

opportunities to explain their stand. After enquiry, if the bidder is found guilty, the Contract of

the concerned bidder for the services in question will be cancelled and other appropriate legal

action shall also be initiated against all concerned.

The aggrieved party against the order passed by the Department of Registration and stamps,

Maharashtra State, Pune may file an appeal to the Inspector General of Registrar and



Controller of Stamps, M.S, Pune within 30 days of passing the order. The decision of the

Inspector General of Registrar and controller of Stamps, M.S., Pune shall be final and binding.

10.4. Amendment

No provision of Contract shall be changed or modified in any way (including this provision)

either in whole or in part except by an instrument in writing made after the date of this

Contract and signed on behalf of all the parties and which expressly states to amend the present

Contract.

10.5. Corrupt, Fraudulent or Restrictive Practices

The Purchaser requires that the Bidders under this tender and the successful bidder selected

for executing the project should observe the highest standards of ethics during this tendering

process or execution of the project. In pursuance of this policy, the Purchaser defines the terms

set forth as follows:

“Corrupt Practice” means the offering, giving, receiving or soliciting of anything of

value to influence the action of the public official in the award of the contract.;

“Fraudulent practice” means a misrepresentation of facts in order to influence

award of contract or an execution of a contract to the detriment of the Purchaser, and

includes collusive practice among Bidders (prior to or after bid submission) designed to

establish bid prices at artificial non-competitive levels and to deprive the Purchaser of

the benefits of the free and open competition;

“Restrictive practice” means forming a cartel or arriving at any understanding or

arrangement among Bidders with the objective of restricting or manipulating a full and

fair competition in the Bidding Process.

In the event of corrupt practice, fraudulence or restrictive practice, in addition to penal action

(For e.g. blacklisting of bidder) as per the terms and conditions of the contract, legal action

shall also be initiated against the concerned.

The Purchaser will suspend the award of contract if prima-facie it is established that the

selected bidder had engaged in corrupt, fraudulent or restrictive practices in competing for the

contract in question.

The Purchaser will declare a Bidder ineligible after giving opportunity of being heard, either

indefinitely or for a stated period of time, to be awarded a contract if at any time it is found that

the Bidder has engaged in corrupt, fraudulent or restrictive practices in competing for, or in

executing, this contract.

10.6. Resolution of Disputes

The matter regarding any dispute shall first be sorted out at the level of Inspector General of

Registration.

Any dispute or difference whatsoever arising between the parties to this Agreement out of or

relating to the construction, meaning, scope, operation or effect of this Agreement or the



validity of the breach thereof, which cannot be resolved through mutual negotiations, shall be

referred to a sole Arbitrator to be appointed by mutual consent of both the parties herein. If the

parties cannot agree on the appointment of the Arbitrator within a period of one month from

the notification by one party to the other of existence of such dispute, then the Arbitrator shall

be Secretary (R & R), Government of Maharashtra. The provisions of the Arbitration and

Conciliation Act, 1996 will be applicable and the award made there under shall be final and

binding upon the parties hereto, subject to legal remedies available under the law. Such

differences shall be deemed to be a submission to arbitration under the Indian Arbitration and

Conciliation Act, 1996, or of any modifications, Rules or re-enactments thereof. The Arbitration

proceedings will be held at Pune, Maharashtra, India.

10.7. Interpretation of the clauses in the Tender Document

In case of any ambiguity in the interpretation of any of the clauses in Tender Document, the

Tender Evaluation Committee interpretation of the clauses shall be final and binding on the

bidder.

The decision taken by the Tender Evaluation committee in the process of Tender evaluation

will be full and final. The committee has been authorized to work as competent and final

decision making authority as far as this tender is concerned.

10.8. Legal Jurisdiction

This contract will be governed by the Indian Laws and the disputes not resolved at the

arbitration level will be subjected to jurisdiction to Courts in Pune only.

10.9. Publicity

Neither Party may use the trademarks of the other Party without the prior written consent of

the other Party. Except as required by law or the rules and regulations of each stock exchange

upon which the securities of one of the Parties is listed, neither Party shall publish or permit to

be published either alone or in conjunction with any other person any press release,

information, article, photograph, illustration or any other material of whatever kind

relating to this Agreement, the SLA or the business of the Parties without prior reference to and

approval in writing from the other Party, such approval not to be unreasonably withheld or

delayed.

10.10. Evaluation Committee

Tender Evaluation Committee(TEC) (also referred to as “Evaluation Committee”) constituted

by the IGR (M.S.), Pune shall evaluate the tenders. The decision of the Evaluation Committee

in the evaluation of the Technical and Commercial bids shall be final. No correspondence

will be entertained outside the process of negotiation/discussion with the Committee.

a. The evaluation done by evaluation committee will be final and binding on the bidders.

b. A substantially responsive bid is one, which conforms to the requirements, terms,

conditions and specifications of the Request for Proposal without material deviation. A

material deviation is one which affects in any substantial way the functionality, scope,



quality, or performance of the deliverables, or which limits in any substantial way,

inconsistent with the RFP, IGR-Pune rights or the Bidder's obligations for performance

of the project and the rectification of which deviation would affect unfairly the

competitive position of other bidders presenting substantially responsive bids.

c. Evaluation committee will examine the bids to determine whether they are complete,

whether any computational error have been made and whether the bids are generally

in order.

10.11. Force Majeure

1. Force Majeure would include natural and unavoidable catastrophe that interrupts the

expected course of events.

2. The bidder shall not be liable for penalty, liquidated damages or termination for default, if

and to the extent that, his delay in performance or other failure to perform his obligations

under the contract is the result of an event of Force Majeure.

3. For purposes of this clause, “Force Majeure” means an event beyond the control of the

bidder and not involving the bidder and not involving the bidder’s fault or negligence

and not foreseeable. Such events may include, but are not restricted to, instances of, wars or

revolutions, fires, floods, epidemics, quarantine restrictions and freight embargoes which

would have an impact on IGR (M.S.), Pune.

4. If a Force Majeure situation arises, the bidder shall promptly notify IGR (M.S.), Pune in

writing of such conditions and the cause thereof. Unless otherwise directed by IGR (M.S.),

Pune, the bidder shall seek all reasonable alternative means for performance not prevented

by the Force Majeure event.

5. The Force Majeure circumstances and events shall include the following events to the

extent that such events or their consequences (it being understood that if a causing event

is within the reasonable control of the affected party, the direct consequences shall

also be deemed to be within such party's reasonable control) satisfy the appropriate

definition as per this agreement. Without limitation to the generality of the foregoing, Force

Majeure Event shall include the following classes of events and circumstances and their

effects:

a. Natural events (“Natural Events”) to the extent they satisfy the foregoing

requirements including:

Any material effect on the natural elements, including lightning, fire, earthquake,

cyclone, flood, storm, tornado, or typhoon;

Explosion or chemical contamination (other than resulting from an act of war);

Epidemic such as plague;

Any event or circumstance of a nature analogous to any of the foregoing

b. Other Events (Political Events) to the extent that they satisfy the foregoing

requirements including:

Act of war (whether declared or undeclared), invasion, armed conflict or act of

foreign enemy, blockade, embargo, revolution, riot, insurrection, civil commotion,

act of terrorism or sabotage;

Strikes, work to rules, go-slows which are either widespread, nation-wide, or state-

wide and are of political nature;

Any event or circumstance of a nature analogous to any of the foregoing



10.12. Risk Purchase

In case the successful bidder fails to execute the project as stipulated in the delivery schedule;

IGR (M.S.), Pune reserves the right to procure the similar services from alternate sources at the

risk, cost and responsibility of the successful bidder.

10.13. Indemnity

While providing services as per Scope of Work, the successful bidder shall ensure that there is

no infringement of any patent or design rights or violate any intellectual property or other right

of any person or entity and shall comply with all applicable Laws, Statute, regulations and

Governmental requirements and he/she shall be solely and fully responsible for consequence /

any actions due to any such infringement.

The successful bidder shall indemnify, protect and save IGR (M.S.), Pune against all claims,

losses, costs, damages, expenses, action suits and other proceeding, resulting from

infringement of any patent, trademarks, copyrights etc. or such other statutory infringements

in respect of all components (like system software, software tools, hardware etc.) and the

services rendered under this tender.

10.14. Intellectual Property Rights

All intellectual property rights for the work performed under this RFP as far as data and

application provided by IGR (M.S.), Pune is concerned shall lie with IGR (M.S.), Pune. This

clause is applicable to all data in any form or format procured, processed, scanned or produced

under this RFP by the successful bidder. The successful bidder shall not use such data or DSR

application or any software provided by IGR (M.S.), Pune for any other purpose during and

after the term of contract. In no cases, any document provided by the department is taken out

of the space provided to the successful bidder for scanning.

10.15. Failure to agree with the terms & conditions of the tender

Failure of the successful bidder to agree with the Terms & Conditions of the RFP/Contract shall

constitute sufficient grounds for the annulment of the proposal or the award, in which event

IGR (M.S.), Pune may out rightly reject the proposal or make the award to the next Best Value

Bidder or call for new Bids.



11. PAYMENT TERMS & SCHEDULE

Payment to the successful bidder for the work carried out would be based on the completion of

the following payment milestones.

# Milestone % of Amount Payable

1 Successful Supply, Installation, Customization and

Demonstration of Call Centre Solution

70% of Total Payment

2 Training 30% of Total Payment

It is to be noted Total Payment to vender shall be as follows.

# Item Cost Item Total Cost

A Server Cost of

1. Supply and Installation of server

2. 5 years Warranty of server

B PRI Card Cost of supply and installation of PRI Card

C Headsets Cost of headsets

D

Call

Centre

Software

Cost of License for Call Centre Software

(as per Section 5.4) including 1 year

warranty for Call centre supervisor

E Cost of License for Call Centre Software

(as per Section 6.35.4) including 1 year

warranty for Call Centre Operator

Total Payment to Vendor



ANNEXURES

Annexure A: Minimum Technical Specifications

Server

# Component Specifications / Requirements

1. Processor/ CPU

Minimum 2.2 GHz Quad core Xeon processors or higher with 1-MB

level 2 cache Processors include support for Hyper-Threading and

Extended Memory 64 Technology (EM64T)

2. Cache Memory with min 6MB L3 cache per processor

3. RAM / Main

Memory Minimum 16 GB of DDR 3 RAM standard

4. Hard Disk

capacity & type 3 x 600 GB 2.5” 15 K RPM SAS or more, Hot Swapable

5. RAID Controller Hardware RAID 5 with 256 MB cache

6. Network

Interface Minimum 2 x Gigabit Ethernet ports W/TCP offload engine & WOL

7. Ports Min. 2 USB Ports

8. Cabinet Rack Mountable

9. Free Slots Min. 3 Free 64 bit PCI / PCI Express Slots (after populating all the

cards)

10. Removable Drive Internal IDE/ SCSI DVD-ROM Drive

11. Operating

System

Microsoft® Windows Server 2013, Enterprise Edition / Red Hat®

Enterprise Linux 6.x, update, patches, OEM support pack etc. valid

for project period

12. Power supply Redundant Hot-Swappable power supplies and Fans

13. Certification Should be certified on the supplied OS Version

PRI Card

# Feature Specifications / Requirements

1. Type T1/E1/J1/PRI PCI-Express x1 card

2. Eco-Cancellation PRI Card should have hardware Eco-Cancellation



3. Number of ports Two

Digital Gateway


1. Type E1 Digital Gateway

2. Number of ports Two

Brands recommended for Digital Gateway– Patton, Sangoma or equivalent Brands recommended for PRI Card– Digium, Sangoma or equivalent

Headset


1. Microphone Ultra Noise Cancellation

2. Wearing Style Headband

3. Listening Mode Both ears

4. Connectivity USB, Quick/Easy Disconnect

5. Weight Maximum 100 g

6. Mute facility Yes from the device itself

7. Cable length Min 1 metre

8. Usage Softphone

Brands recommended for headset – Jabra, Plantronics, Sennheiser, Any other equivalent brand



Annexure B: Clarification seeking format

All enquiries from the bidders relating to this RFP must be submitted in writing (along with

email mentioned above) in the following format:

Name of Bidder:

Name and position of person submitting request:

Full formal address of the organization including phone, fax and email id:

S.

No

RFP Reference(s)

(section number/

page)

Content of RFP

requiring Clarification

Points of clarification

required

1.

2.

3.

4.

5.



Annexure C: Technical Bid Document Format

The “Technical Bid” should contain the following items along with the confirmation of

submission of same in this format.

S.

No.

Item Enclosed

(Yes / No)

1. Technical Proposal Covering Letter

2. Authority Letter

3. Self-declaration of not being blacklisted

4. Particulars of the Bidder

4a Organization details

4b Financial strength details

4c Contact details

5. Profile of Previous Project Experience

5a Project Experience Details

5b Copy of Purchase Orders (PO)/Work Orders (WO)

Note : Without PO/WO, project experience won’t be considered for

evaluation

6. Compliance Report to Minimum Technical Specifications

7. Tender Fees

8. Bid Security Deposit in prescribed format

9. Copy of the audited Balance Sheet, P & L statements (last 3 financial

years) and Certificate in given regard from Chartered Accountant (last

3 financial years)

10. VAT/ST/CST Registration Certificate

11. Copy of PAN Card

12. Service Tax Registration Certificate

13. Declaration of having own facility

* Kindly note that Revelation of Prices in any form or by any reason before opening the Commercial Bid shall lead to rejection of bids.





1. Technical Proposal Covering Letter

(On Company letterhead)

Date:…………………..

To,

The Inspector General of Registration &Controller of Stamps, M.S., Pune

New Administrative Building,

Opp. Council Hall, Pune 1

Dear Sir/ Madam,

We ………………………….. (Name of the bidder) hereby submit our proposal in response to notice

inviting tender date …………….. and tender document no. …………………….. and confirm that:

1. All information provided in this proposal and in the attachments is true and correct to

the best of our knowledge and belief.

2. The bidder shall make available any additional information which may find necessary to

verify the correctness of the above statement.

3. Certified that the period of validity of bids is 120 days, extendable up to 90 days

thereafter, from the last date of submission of proposal.

4. We are quoting as per format mentioned in the tender.

5. We the Bidders are not under a Declaration of Ineligibility for corrupt or fraudulent

practices or blacklisted with any of the Government agencies.

6. It is understood that to undertake the work within the scope of tender we shall deploy

required manpower. We, hereby, agree to take complete and absolute responsibility

w.r.t. compliance to these conditions & applicable laws and under any circumstances

the purchaser shall not be held responsible for any violation of these conditions and

applicable laws.

Yours sincerely,

Signature

Full name of signatory

Designation

Name of the bidder (firm etc.)



2. Authority Letter

(On Company letterhead)

Date:…………………..

To,

The Inspector General of Registration &Controller of Stamps, M.S., Pune



<Bidder Representative's Name>, < Designation>, is hereby authorized to sign relevant

documents on behalf of the Company in dealing with RFP of reference <RFP No. and Date>.

He is also authorized to attend meetings and submit Technical and Commercial information as

may be required by you in the course of processing above said RFP.

Thanking you,

Authorized Signatory (Name)

Name & Signature of Authorized Person

Company’s Seal



3. Self-Declaration for not being blacklisted

We M/s ___________________ (Name of the Bidder) having head office at

_______________________________________ undertake the following

We M/s___________________ (Name of the Bidder) are not blacklisted by the Central

Government, State Governments, Union Territories, PSUs or Government Corporations in

India.

Signed on behalf of M/s ________________________ (Name of Bidder)

Place:

Date:



4. Particulars of the Bidder

A. Organization Details

Details of the Organization

Name

Nature of the legal status in India

Nature of business in India

Date of Incorporation

Date of Commencement of Business

Address of the Headquarters

Address of the Registered Office in

India

Number of full time employees

(Department wise)

Other Relevant Information

Mandatory Supporting Documents:

a) Certificate of Incorporation from Registrar Of Companies(ROC)

B. Financial Strength Details

Financial Information

FY 2011-12 FY 2012-13 FY 2013-14

Turnover (in INR lakhs)

Profit (in INR lakhs)

Net Worth (in INR lakhs)


Auditor Certified financial statements for the above mentioned financial years (Please include

only the relevant sections on P&L, revenue and the assets, not the entire balance sheet.)

C. Contact Details

Details of the Organization

Name of contact person

Contact Person’s phone number

Contact Person’s email id

Website

Telephone Number

Fax Number





5. Profile of Previous Project Experience

Relevant Project experience

General Information

Name of the project

Client for which the project was executed

Name and contact details of the client

Project Details

Description of the project mandatorily including type

of item (brochure/book/magazine etc.) printed,

quantum of items printed

Does Project includes designing and deciding layout of

book?

Scope of services

Service levels being offered/ Quality of service (QOS)

Technologies used for printing & designing

Outcomes of the project

Other Details

Total cost of the project

Total cost of the services provided by the bidder

Duration of the project (no. of months, start date,

completion date, current status)

Other Relevant Information


Work order/Purchase order/Contract for the project

Project Capability Demonstration

Please provide complete details regarding the scope of the project to indicate the relevance

to the requested technical evaluation criterion.



6. Compliance to Minimum Technical Requirement

# Feature Specifications / Requirements Compliance (Yes/No)

1. Size of the

Book

¼ Demi (11" × 8.5")

2. Approximate

pages in the

book

208-220 (Excluding cover page. This is

an indicative number, actual number will

depend on type of font, word spacing,

line spacing, margins, art work, other

representation styles used for printing)

3.

Cover Page

300 GSM imported Art card

4. Thermal lamination matt finish

5. 4 Colour

6. Golden foiling of name of the Department on cover page

7. Spot lamination of Department logo on cover page

8.

Internal

Pages

Glossy imported art paper

9. Brightness –more than 90% ISO

10. 170 GSM to be printed in 4 colours

11. Binding Sewn and perfect binding

12. Language Marathi



Annexure D: Commercial Bid Format

The “Commercial Bid” should contain the following items along with the confirmation of

submission of same in this format:

S.

No.

Item Enclosed

(Yes / No)

1 Commercial proposal Covering Letter

2 Price Summary

1. Commercial Proposal Covering Letter

(On Company Letterhead)

Tender No. IGR/_____________ Date : ____/___/2014

To,

Inspector General of Registration and

Controller of Stamps, M.S., Pune

New Administrative Building

Opposite Council Hall, Pune 1

Reference: Request for Proposal for <RFP Title>

Sir,

Having examined the RFP Document, the receipt of which is hereby duly acknowledged, we,

the undersigned, offer to provide the services, as required and outlined in the RFP. In order to

meet such requirements and to provide services as set out in the RFP document, following is

our quotation summarizing our Commercial Proposal.

We attach hereto the Commercial Proposal as required by the Bid document, which constitutes

our proposal.

We undertake, if our proposal is accepted, to the services as put forward in the RFP or such

modified requirements as may subsequently be agreed mutually by us and IGR (M.S.), Pune or

its appointed representatives. If our proposal is accepted, we will obtain a Performance Bank

Guarantee issued by a nationalized bank in India, acceptable to IGR (M.S.), Pune, for a sum of

<<Amount>> for the due performance of the contract.

We agree for unconditional acceptance of all the terms and conditions set out in the RFP

document and also agree to abide by this tender responseforaperiod1 year, extendable up to 6

months from the date of submission of the tender and it shall remain binding upon us with full

force and virtue, until within this period a formal contract is prepared and executed, this tender

response, together with your written acceptance thereof in your notification of award, shall

constitute a binding contract between us and IGR (M.S.), Pune.

Weconfirmthattheinformationcontainedinthisproposaloranypartthereof, including its exhibits,



schedules, and other documents and instruments delivered or to be delivered to IGR (M.S.),

Pune is true, accurate, and complete. This proposal includes all

informationnecessarytoensurethatthestatementsthereindonotinwholeorinpart mislead IGR

(M.S.), Pune as to any material fact.

We agree that you are not bound to accept any tender response you may receive. We also agree

that you reserve the right in absolute sense to reject all or any of the products/services specified

in the tender response.

It is here by confirmed that I/We are entitled to act on behalf of our

company/corporation/firm/organization and empowered to sign this document as well as such

other documents, which may be required in this connection.

Date:

(Signature)

(Name)

(In the capacity of )

[Seal / Stamp of bidder]

Witness Signature:

Witness Name:

Witness Address:



2. Price Summary

(On Company Letterhead)

Tender No. IGR/_____________ Date : ____/___/2014

To,

Inspector General of Registration and


New Administrative Building

Opposite Council Hall, Pune 1

Reference: Request for Proposal for <RFP Title>

Sir,

I/We undertake that the prices are in conformity with the requirement as specified in the

tender. We will charge the department for this project as mentioned below:

# Item Cost Item Qty.

(A)

Unit

Cost

(B)

Total Cost

(C) = (A) x

(B)

A Server Cost of Supply and Installation of server

with 5 years Warranty of server

1

B PRI

Card/Digital

gateway

Cost of supply and installation of PRI

Card or Digital Gateway

1

C Headsets Cost of headset 15

D

Call Centre

Software

License

Cost of License for Call Centre Software


warranty for Call Centre Supervisor

1

E Cost of License for Call Centre Software


warranty for Call Centre Operator

14

F AMC Annual Maintenance Contract as per

section 6.6

4

Total Cost of Project

Note:

1. Unit Price should include packing, forwarding, freight, insurance, installation,

commissioning, warranty or any other charges.



2. No column should be left blank otherwise the bid shall be rejected.

The above mentioned quotes are inclusive of all cost likely to be incurred for executing this

work and include all taxes except service tax.

I/We agree that bidder should fill prices for all items mentioned above. If price for any item is

not mentioned then the bid will be rejected by IGR (M.S.), Pune

If our bid is accepted, we will obtain the Performance Guarantee of Rs. ______/- for the due

performance of the Contract, in the form prescribed by the Tendering Authority.

I/We agree to abide by this bid for a period of 1 year, extendable up to 6 months thereafter,

after the date fixed for bid opening and it shall remain binding upon us and may be accepted at

any time before the expiry of that period.

Until a formal contract is prepared and executed, this bid, together with your written

acceptance thereof and your notification of award shall constitute a binding Contract between

us.

I/We understand that you are not bound to accept the lowest or any bid you may receive. I/We

agree to the terms & conditions mentioned in the Tender document.

Signature of Bidder (with official seal)

Date

Name

Designation

Address

Telephone

Fax

E-mail address



Annexure E: EMD/Bid Security Form (BSF)

Whereas ________________________________________(hereinafter called "the

Bidder") has submitted its tender offer dated ____ 2014 for the supply of

______________________(hereinafter called "the tender")

KNOW ALL MEN by these presents that WE ________________________________of

________________________(hereinafter called the Bank:) are bound up to

______________________________________________(hereinafter called "the

Purchaser") in the sum of ____________________________for which payment well and

truly to be made to the said Purchaser, the Bank binds itself, its successors and assigns by these

presents. Sealed with the Common Seal of the Said Bank this ___________ day of ----- 2014

THE CONDITIONS of this obligation are:

1. If the bidder withdraws its tender during the period of tender validity specified by the

bidder on the Tender Form ; or

2. If the Bidder, having been notified of the acceptance of its tender by the purchaser during

the period of tender validity :

(a) fails or refuses to execute the DRAFT CONTRACT FORM if required; or

(b) fails or refuses to furnish the Performance Security, in accordance with the

instruction given in tender document;

We undertake to pay the Purchaser up to the above amount upon receipt of its first written

demand, without the Purchaser having to substantiate its demand, provided that in its demand

the Purchaser will note that the amount claimed by it is due it owing to the occurrence of one or

both of the two conditions, specifying the occurred condition or conditions.

This guarantee will remain in force up to and including _________________ 201- and any

demand in respect thereof should reach the Bank not later than the above date

__________________________

(Signature of the Bank)



Annexure F: Security Deposit / Performance Bank Guarantee Form (PBG)

(To be given by a Nationalised or a Scheduled Bank Only)

Tender No. IGR/ ___________ Date: ____/___/2014

To,

The Inspector General of Registration &




The Bidder (name and company) who has submitted an application for seeking a Bid Security

Certificate, Performance Security and Certificate of Investible Funds to be submitted as part of

the tender under reference, is hereby given on his request which is follows:-

1. PROFORMA OF PERFORMANCE SECURITY FORM

Bank Guarantee No __________________________ Against Contract vide Advance

Acceptance of the Tender No. _____Dated _____ of the Registration & Stamps, Department

(hereinafter called "The Department") covering the ______________________

(Hereinafter called “The Said Contract") entered into between the Inspector General of

Registration & Controller & Stamps (Hereinafter called "The Department") and

______________________ (Hereinafter called the “Selected Bidder”).

This is to certify that at the request of the Tendering Authority we

______________________ Bank are holding in trust in favour of the client, the amount

Rs. (write the sum here in words also) to indemnify and keep indemnified the Department

against any loss or damage that may be caused to or suffered by the Department by reason of

the said Contract and/or in the performance thereof. We agree that the decision of the

Department, whether any breach of any of the terms and conditions of the said contract and/or

in the performance thereof has been committed by the Selected Bidder and the amount of loss

or damage that has been caused or suffered by the Department shall be final and binding on us

and the amount of the said loss or damage shall be paid by us forthwith on demand and

without demur to the Department.

We Bank further agree that the guarantee herein contained shall remain in full force and effect

during the period that could be taken for satisfactory performance and fulfilment in all respects

of the said Contract by Department i.e. till hereinafter called the “Expiry Date of the Contract”

and that if any claim accrues or arises against us by virtue of this guarantee before the said

date, the same shall be enforceable against us _________________________________

(Name of the Bank) by The Department before the said date. Payment under this letter of

guarantee shall be made promptly upon your receipt of notice to that effect from the

Department.

It is fully understood that this guarantee is effective from the date of the said Contract & valid



for six months and that we ____________________(Name of the Bank) undertake not to

revoke this guarantee during its currency without the consent in writing of The Department.

We (Name of the Bank) undertake to pay the Department any money so demanded not

withstanding any dispute or disputes raised by the Selected Bidder in any suit or proceedings

pending before any Court or Tribunal in relation thereto our liability under this present bond

being absolute and unequivocal.

The payment so made by (Name of the Bank) under this bond shall be a valid discharge of our

liability for payment there under and the Selected Bidder shall have no claim against us for

making such payment.

We_______________________(Name of the Bank) further agree that the Department

shall have the fullest liberty, without affecting in any manner or obligation hereunder to vary

any of the terms and conditions of that said Contract or to extend time of performance by the

Selected Bidder from time to time or to postpone for any time or from time to time any of the

powers exercisable by the Department against the said Tender and to forebear or enforce any of

the terms and conditions relating to the said Contract and we,

__________________________ (Name of the Bank) shall not be released from our

liability under this guarantee by reason of any such variations or extension being granted to the

said forbearance and / or omission on the part of the Department or any other matter or thing

whatsoever, which under the law relating to sureties, would but for this provisions have the

effect of so releasing us from our liability under this guarantee.

The guarantee is for an amount of Rs. _______________________________ (In words

& figures). This guarantee shall not be discharged due to the change in the constitution of the

Bank of the Tendering Authority.

DATE:

PLACE:

NAME OF THE WITNESS WITH SIGNATURE:

.......................................................

(BANK OFFICER’S SIGNATURE

AND COMMON SEAL)



Annexure G: Draft Non-Disclosure Agreement

This Non-Disclosure Agreement ("Non-Disc") is made and entered into _____ day of ______

month __________ year (effective date) by and between INSPECTOR GENERAL OF

REGISTERATION AND CONTROLLER OF STAMPS ("Department") and

________________ ("Company")

Whereas, Department and Company have entered into an Agreement ("Agreement")

_________________ effective _______________ for

____________________________; and

Whereas, each party desires to disclose to the other party certain information in oral or written

form which is proprietary and confidential to the disclosing party, ("CONFIDENTIAL

INFORMATION").

NOW, THEREFORE, in consideration of the foregoing and the covenants and agreements

contained herein, the parties agree as follows:

1. Definitions. As used herein:

(a) The term “Confidential Information” shall include, without limitation, all information

and materials, furnished by either Party to the other in connection with

citizen/users/persons/customers data, products and/or services, including information

transmitted in writing, orally, visually, (e.g. video terminal display) or on magnetic or

optical media, and including all proprietary information, customer & prospect lists,

trade secrets, trade names or proposed trade names, methods and procedures of

operation, commercial or marketing plans, licensed document know-how, ideas,

concepts, designs, drawings, flow charts, diagrams, quality manuals, checklists,

guidelines, processes, formulae, source code materials, specifications, programs,

software packages, codes and other intellectual property relating to the disclosing

party’s data, computer database, products and/or services. Results of any tests, sample

surveys, analytics, data mining exercises or usages etc. carried out by the receiving party

in connection with the Department’s Information including

citizen/users/persons/customers personal or sensitive personal information as defined

under any law for the time being in force shall also be considered Confidential

Information.

(b) The term, “Department” shall include the officers, employees, agents, consultants,

contractors and representatives of Department.

(c) The term, “Company” shall include the directors, officers, employees, agents,

consultants, contractors and representatives of Company, including its applicable

affiliates and subsidiary companies.

2. Protection of Confidential Information. With respect to any Confidential Information

disclosed to it or to which it has access, Company affirms that it shall:

(a) Use the Confidential Information as necessary only in connection with Project and in

accordance with the terms and conditions contained herein;



(b) Maintain the Confidential Information in strict confidence and take all reasonable steps

to enforce the confidentiality obligations imposed hereunder, but in no event take less

care with the Confidential Information that the parties take to protect the

confidentiality of its own proprietary and confidential information and that of its

clients;

(c) Not to make or retain copy of any commercial or marketing plans,

citizen/users/persons/customers database, Proposals developed by or originating from

Department or any of the prospective clients of Department except as necessary, under

prior written intimation from Department, in connection with the Project, and ensure

that any such copy is immediately returned to Department even without express

demand from Department to do so;

(d) Not disclose or in any way assist or permit the disclosure of any Confidential

Information to any other person or entity without the express written consent of the

other party; and

(e) Return to the other party, or destroy, at Department’s discretion, any and all

Confidential Information disclosed in a printed form or other permanent record, or in

any other tangible form (including without limitation, all copies, notes, extracts,

analyses, studies, summaries, records and reproductions thereof) immediately upon the

earlier to occur of (i) expiration or termination of either party’s engagement in the

Project, or (ii) the request of the other party therefore.

(f) Not to discuss with any member of public, media, press, any or any other person about

the nature of arrangement entered between Department and Company or the nature of

services to be provided by the Company to the Department.

3. Onus. Company shall have the burden of proving that any disclosure or use inconsistent

with the terms and conditions hereof falls within any of the following exceptions.

4. Exceptions. These restrictions as enumerated in section 1 of this Agreement shall not

apply to any Confidential Information:

(a) Which is independently developed by Company or lawfully received from another

source free of restriction and without breach of this Agreement; or

(b) After it has become generally available to the public without breach of this Agreement

by Company; or

(c) Which at the time of disclosure to Company was known to such party free of restriction

and evidenced by documentation in such party’s possession; or

(d) Which Department agrees in writing is free of such restrictions.

(e) Which is received from a third party not subject to the obligation of confidentiality with

respect to such Information;

5. Remedies. Company acknowledges that (a) any actual or threatened disclosure or use of

the Confidential Information by Company would be a breach of this agreement and may



cause immediate and irreparable harm to Department; (b) Company affirms that damages

from such disclosure or use by it may be impossible to measure accurately; and (c) injury

sustained by Department may be impossible to calculate and remedy fully. Therefore,

Company acknowledges that in the event of such a breach, Department shall be entitled to

specific performance by Company of Company’s obligations contained in this Agreement.

In addition Company shall indemnify Department of the actual and liquidated damages

which may be demanded by Department. Moreover, Department shall be entitled to

recover all costs (including reasonable attorneys’ fees) which it or they may incur in

connection with defending its interests and enforcement of legal rights arising due to a

breach of this agreement by Company.

6. Need to Know. Company shall restrict disclosure of such Confidential Information to its

employees and/or consultants with a need to know (and advise such employees of the

obligations assumed herein), shall use the Confidential Information only for the purposes

set forth in the Agreement, and shall not disclose such Confidential Information to any

affiliates, subsidiaries, associates and/or third party without prior written approval of the

disclosing party.

7. Intellectual Property Rights Protection. No license to a party, under any trademark,

patent, copyright, design right, mask work protection right, or any other intellectual

property right is either granted or implied by the conveying of Confidential Information to

such party.

8. No Conflict. The parties represent and warrant that the performance of its obligations

hereunder do not and shall not conflict with any other agreement or obligation of the

respective parties to which they are a party or by which the respective parties are bound.

9. Authority. The parties represent and warrant that they have all necessary authority and

power to enter into this Agreement and perform their obligations hereunder.

10. Dispute Resolution. If any difference or dispute arises between the Department and the

Company in connection with the validity, interpretation, implementation or alleged breach

of any provision of this Agreement, any such dispute shall be referred to the Inspector

General of Registration & Controller of Stamps, M.S. , Pune.

(a) The arbitration proceedings shall be conducted in accordance with the (Indian)

Arbitration & Conciliation Act, 1996 & amendments thereof.

(b) The place of arbitration shall be Pune.

(c) The arbitrator’s award shall be substantiated in writing and binding on the parties.

(d) The proceedings of arbitration shall be conducted in English language.

(e) The arbitration proceedings shall be completed within a period of 180 days from the

date of reference of the dispute to arbitration.



11. Governing Law. This Agreement shall be interpreted in accordance with and governed

by the substantive and procedural laws of India and the parties hereby consent to the

exclusive jurisdiction of Courts and/or Forums situated at Mumbai, India only.

12. Entire Agreement. This Agreement constitutes the entire understanding and agreement

of the parties, and supersedes all previous or contemporaneous agreement or

communications, both oral and written, representations and under standings among the

parties with respect to the subject matter hereof.

13. Amendments. No amendment, modification and/or discharge of this Agreement shall be

valid or binding on the parties unless made in writing and signed on behalf of each of the

parties by their respective duly authorized officers or representatives.

14. Binding Agreement. This Agreement shall be binding upon and inure to the benefit of

the parties hereto and their respective successors and permitted assigns.

15. Severability. It is the intent of the parties that in case any one or more of the provisions

contained in this Agreement shall be held to be invalid or unenforceable in any respect,

such provision shall be modified to the extent necessary to render it, as modified, valid and

enforceable under applicable laws, and such invalidity or unenforceability shall not affect

the other provisions of this Agreement.

16. Waiver. If either party should waive any breach of any provision of this Agreement, it

shall not thereby be deemed to have waived any preceding or succeeding breach of the same

or any other provision hereof.

17. Survival. Both parties agree that all of their obligations undertaken herein with respect to

Confidential Information received pursuant to this Agreement shall survive till perpetuity

even after any expiration or termination of this Agreement.

18. Non-solicitation. During the term of this Agreement and thereafter for a further period

of two (2) years Company shall not solicit or attempt to solicit Department’s employees

and/or consultants, for the purpose of hiring/contract or to proceed to conduct

operations/business similar to Department with any employee and/or consultant of the

Department who has knowledge of the Confidential Information, without the prior written

consent of Department. This section will survive irrespective of the fact whether there exists

a commercial relationship between Company and Department.



19. Term. Subject to aforesaid section 17, this Agreement shall remain valid up to 5 years from

the “effective date”.

IN WITNESS HEREOF, and intending to be legally bound, the parties have executed this

Agreement to make it effective from the date and year first written above.

For Department, For Company

________

Name: Name:

Title: Title:

WITNESSES:

1.

2.



Annexure H: Network Diagram



Annexure I: Functional Requirements

Interactive Voice Recognition System (IVRS)

S.N IVRS - Requirements

1. When a call lands on the Call Centre system, the caller should be greeted

with a pre-recorded welcome note.

2. It should support English, Hindi and Marathi language.

3. There should be an option available to the caller to opt for talking to

agent by pressing pre-defined digit any time during the IVRS

announcements (For initial period, after selecting language the call

should be routed to the agent. Later on as per need, there should be

expansion in IVR tree)

4. It should be able to identify a caller (new - with phone number and

existing caller with name and phone number) using CLI(Caller Line

Identification),/ANI (Automatic Number Integration)/DNIS (Dialled

Number identification sequence)

5. It should identify the caller through CLI and pass on relevant

information to the screen pop up at agent’s desktop by seamless

integrating with the Automatic Call Distribution/Computer telephony

integration. For new caller, the screen pop up's at agent's desktop with

only its mobile/phone number. For existing caller (present in CCC

database), the screen pop up's at agent's desktop with name and

mobile/phone number. For the existing caller, the agent should greet him

with his name.

6. It should ensure routing accuracy as per design. It should allow transfer

to agent anytime during the Interactive Voice Response System

announcement.

7. It should retrieve agent availability from Automatic Call Distribution and

announce to the caller the expected wait time to talk to an available

agent.

8. It should support audio-text for playback of music, regulations,

procedures, social messages (to be decided by Purchaser during

Customization) as per the IVR Call Flow & Call Tree.

9. The caller can be given the option to wait in the queue



Automatic Call Distribution (ACD)

10. It should include Automatic Speech Recognition (ASR) facility and

should be able to recognize both Indian English and Hindi Languages

11. It should also include Text to Speech (TTS) facility and should include

audio generation for both Indian English and Hindi Languages.

12. IVRS, ASR and TTS should support at least MRCP protocol version 1.0

(based on RTSP/ SIP)

13. All the IVRS ports should be speech recognition enabled from day one.

14. It should have ability to add multiple marketing messages on the IVR

system

15. It should allow users to schedule different marketing messages in specific

dates and for a specific period.

16. There should be adequate number of IVR ports to ensure that all calls

meant for CCC are able to reach there.

S.N ACD - Requirements

1. ACD should provide the capability of combining data with IVRS menu

system that can be intelligently route calls requesting further assistance.

2. It should be able to put caller on hold if no agent is available and keeping

caller informed about the status of the call. Also support relying messages

(as defined by the Purchaser) during the hold period.

3. It should be designed such that it can handle high volumes of calls

efficiently.

4. It should follow call routing to the agents with following features. It

should follow at least one of the feature mentioned below:

a) With 'Least Recent' - the CCO that received a call the longest time ago will

be on the top of the list

b) With 'Fewest Calls' - the CCO that received the least number of calls will be

on the top of the List

c) Random Selection-Routing to the agents with first agent picks the call; it

will be closed for the other agents.

5. It should allow CCOs to be members of multiple ACD groups. Each CCO

should have unique identification.



Customer Relationship Management (CRM)

6. It should be able to transfer call to another agent with call data attached.

7. It should provide skill based routing of the calls to the agents based on

the skills.

8. System should allow agents to log in to multiple skills with different

levels of priorities for the Skills.

S.N CRM - Requirements

1. It should be integrated with IVR and ACD. It should be able to integrate

with email server and SMS server. (Vendor may be asked to do

integration of CRM with email or SMS servers during warranty/AMC

period)

2. It should be Rules-based – allowing the application to be modified to

meet the changing needs.

3. It should be secured with single sign-on facility. The application should

be configured to allow CCOs to login into all other applications

automatically without re-entering username/password into these

applications.

4. It should provide a 360 Degree view of caller information to make CCC

user more informative about caller service request status, caller contact

information.

5. It should allow agent to capture the basic information for informational

services including but not limited to:-

a) Name

b) Sex

c) Phone/mobile number

d) Address

e) Reason for contact

f) Query details

g) Date

h) Document Number

i) Assigned to

6. It should be integrated with CCC database which will store the caller's

information.



7. CRM should seamlessly integrate with FAQ question bank developed by

the Department in the form of website. It should also provide a search

facility to the CCO to search query in the maintained FAQs.

8. CRM should provide access to update the FAQs periodically.

9. It should support to record all new queries asked by callers.

10. Customer Relationship Management must generate a Unique Service

request Number that shall be provided to the caller. This Unique Service

request should be so designed to ensure its uniqueness across the

complete solution.

11. When a new complaint record is created, an e-mail/sms can be automatically sent to the caller confirming that a new complaint record has been created with a unique service request number, name of the caller and complaint name with complaint status.

12. CRM should support SMS/email facility on the change in the status (open, pending, closed etc.) of the complaint of the caller. A SMS should be send to the caller with the service request no, name of the caller, complaint name with complaint status.

13. The CCO must have facility to mark calls as call back on a certain date &

time etc. with his specific remarks in detail in CRM. System should

inform the CCO (who is free for follow-up) for call back on reminder date

and time.

14. It should allow the system to provide the status of the complaint to the

caller through voice and/or SMS (in response to customer’s SMS)

15. When new complaint records are created, they can be automatically

assigned to the appropriate person using predefined assignment rules.

When complaints are assigned to someone, this person can be

automatically notified of the case via e-mail.

16. CRM should support workflow engine which will help in implementation

of Grievance Redressal Management. Based on workflow,

complains/grievances can be automatically assigned to a work queue

(using predefined assignment rules)

17. CRM should automatically notify via email about the escalated complaint

record to all of the people who comes under escalation rules.



18. CRM should support the escalation rules applies for non-closure of

complaint within a certain period of time

19. It should support case escalation rules; which can be defined; that will

control the automatic escalation of a complaint when specified conditions

are met

20. It should support a configurable complaint "status" data field which is

used to track the status of each complaint (e.g., new, escalated, on-hold,

closed, etc.)

21. CRM should support a complaint record which is created or updated, a

history record (of the change) is automatically created and associated

with the complaint

22. It should allow CCO to close the complaint by changing the status of

service request to "Closed". System should automatically send an

email/SMS to caller and email to the concerned department about the

closure of the complaint.

23. When CCO makes the call to inform caller about the complaint status, all

the caller details will be available on his screen like Caller name, service

request no, status, query, date & time of query etc. in CRM.

24. It should allow search feature to search the complaint by its service

request number, name of caller, mobile/phone number.

25. CRM should support mass email/SMS facility that can be used to send

out responses to many people encountering the same problem.

26. It should support for "call back" option in the event of long call waiting.

27. It should define automatic routing and escalation (routing to a

supervisor) of a work item as a result of a trigger activating.

28. It should have ability for screen customization to reflect CCO preferences

or specific service requirements. CCO should be able to select the

categories they want on their personal screen(s) – such as task and

service information – as well as filters to be used – such as “show all

service requests”, "overdue service request" “just open service requests,”

and “just service requests submitted in the last 7 days.”

29. It should support the document management which will send the

documentation to the caller in the form of existing Government



documents, email, circular, GR, notification, custom letters etc.

30. It should support Alert mechanism. Whether the alerts are posted

through an e-mail or SMS system, shown as a pop-up window or created

and routed as a special work item.

31. It should support the audit trail of the alerts that are triggered along the

process.

32. It should provide comprehensive tracking of caller interaction and CCO

activities.

33. The application must be configured to support more than one active

session for a call centre user so as to support more than one concurrent

caller at a given time during escalation.

34. It should support the workforce management. It should be able to

forecast the volumes of staff requirements by using such service

standards as the grade of service, average waiting times and the average

time needed to handle each customer contact, including wrap activities.

35. System should have an authentication mechanism before grievance

status details are shared with the caller.

36. Unique user id and password should be provided to the designated

officers of Purchaser.

37. Content management (FAQ question bank) should be integrated with

CRM and maintain call centre procedures.

38. CRM system should support auxiliary codes to enable CCO to indicate

their current mode of operation (i.e. Available/Unavailable/Wrapping

Up/At Lunch, etc…) and the same must be reflected in the reporting tool.

39. CCO should be able to access FAQ website via same desktop from which

it is logging call for informational services.

40. All logged tickets/calls should follow the escalation mechanism defined

in the standard operating procedure

41. System databases will be used to manage caller account and other

information, which will be used to collect, track, and report caller service

requests and service delivery.



Computer Telephony Integration (CTI)

Call Recording Solution

S.N CTI - Requirements

1. It should be able to link ACD, IVR, call recording etc. to information held

on a CRM database about the inbound caller.

2. It should be able to support the following information messages and

options that are relayed to voice callers while they are waiting in queues

or put on hold by the CCO, including but not limited to:

a) Marketing messages

b) Music

c) Specific message after configurable time (i.e. Voice Mail)

3. It should transfer relevant information about the individual caller and

the IVR dialog from the IVR to the agent desktop using a screen pop

based on CLI(Caller Line Identification)/ANI (Automatic Number

Integration)/DNIS (Dialled Number identification sequence) when caller

got connected.

4. It should be suitably integrated with CRM and other communication

media (phone/email/SMS) to send/receive data which needs to be

populated on CCO screen and must also update the IVRS usage details

into the CRM as the caller traverses through the IVRS and reaches the

agent.

5. CTI should perform following functions including but not limited to:-

a) It indicates that the call has entered the setup phase.

b) Call is considered as delivered when the call starts ringing

c) Call establishes when call is answered.

d) Call is cleared when the voice connection is terminated.

e) Call is completely ended when the logical call appearance (including call

data) is complete.

f) Under call transitions, call can be moved from the active to held state or

the call is removed from hold.

g) Call can be transferred to another CCO

S.N Call Recording Solution - Requirements

1. The system should record voice conversation between CCO and caller at the

time of documenting request, department official and CCO at the time of

resolving query and map it to unique Service Request Number. It should have

facility to record, replay and monitor all calls. This should capture at least the

following information:



a. Date

b. Time

c. Call Duration

d. Agent ID

e. Caller Number

f. Service Request Number

g. Number Dialled for Outbound Calls

h. Inbound/Outbound Identifier - System Generated

2. The CCO ID and call record should be linked to the recorded query. The

recorded query can be viewed by CCO but cannot be modified.

3. The system should also record the outbound communication of CCO and the

caller at the time of providing answer to unresolved query.

4. It should provide search facility with following information:-

a. Date

b. Time

c. Call Duration

d. Agent ID

e. Caller Number

f. Service Request Number

g. Number Dialled for Outbound Calls

5. Basic information about every caller should be recorded and stored in a

database by the CCO. This database shall be updated every time a new caller

calls up.